Name: Verisure UK
Rating: 3.12

“Extremely poor customer service department. Low quality product that falls far below expectations. Totally unacceptable cancellation procedure.”

Helpful Report

Posted 11 months ago

Hello Steven, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Worst company ever, they have scammed me out of nearly 6 months after I’ve rang up to cancel 3 times now. They make it impossible for you to leave. They have said I put the phone down but I every time I ring they put me on hold then hang up!”

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Posted 11 months ago

Hi Emmily Smith, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Looking for a reliable security system so contacted Verisure for a quote. They called me back within seconds. Wow! The representative that called me must have been in a '90s regime call centre' he was obviously scripted and couldnt give a monkeys about what I wanted or needed. He was in that much of a hurry I have no idea what was offered...but when I said I was not looking for a monthly payment he lost interest completely and hung up. I would advise to avoid. Your security is obviously not their main priority...but your monthly payment is! 🙄”

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Posted 11 months ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“I had a very pleasant man install my alarm system as I work outwith the UK and I am only at home in Scotland intermittently. On 11 December 2023 received an email that the battery was at 15% I contacted Verisure who told me it was my door camera and they gave instructions on how to turn door camera to the left and I explained that that was not possible as it was attached to the door frame. I asked for someone to come out and I gave details of when I would be back in Scotland. I was assured that a Customer Services manager would call me within 72 hours and this didn’t happen. I have been in contact with them on 18 and 27 December and I have still not received any call back. On 27 December I contacted them and told them to cancel the system and to come and remove it and I was told that a manager would call me within three days and that has not happened. I contacted Verisure today 2 January 2024 and spoke to Megan who agreed that I had received very poor customer service from Verisure and she advised me to contact Customer Care on 0333 200 900 and I duly did this the earliest possible appointment that I could be given was 6 February or 20 February 2024 for someone to look at the system. I explained again that the reason I had the Alarm system was because I work outside of the UK and that I was not available on these dates. I have been informed that there is only one engineer to cover the whole of Scotland at present and that he is only available in my area every two weeks. Based on all of this I have now cancelled my direct debit with Verisure and I would advise all members of the public not to choose this alarm system as it is definitely definitely not worth the money or the hassle and that the customer care services are the worst that I have ever experienced.”

Helpful Report

Posted 11 months ago

Hello Michael O’Hanlon, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Avoid Verisure Useless customer service and specially cancellation department . Served notice 1 NOV 23 and cancellation department spoke to me in 15 dec 23 and consider my notice period start date from 15 Dec23 What a rubbish customer service despite with Verisure as business customer more than 3 years . I am not recommend any one . On top of that 2 Months notice period mentioned on web and they are claiming 6 months. When I asked to provide copy of terms and conditions mentioned about 6 months no one bother to reply back. First they delay cancellation and on top of that they consider cancellation period not from initial date of request but the date I spoke to cancellation team. What a rubbish customer service . Keep asking for send terms and conditions of cancellation procedure. No one bother to reply back. Is that Joke ? Even 3rd world countries customer service better that Verisure . If you see their customer service reply . What a generic reply from customer service simple saying email us or call us. Absolutely rubbish better takes them to court for harassment .”

Helpful Report

Posted 11 months ago

Hello Faisal, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Dreadful customer service. The initial request was dealt with with a day and the offer of same day installation was made. The installation was OK but it went rapidly downhill from there. One PIR camera hasn't worked properly since installation and all that is offered is to change the batteries - 3 times so far. Advised an engineer would call between 3pm - 5pm. Not convinced this would happen I called on the day and was told the engineer would arrive between 6pm - 7pm. 7.15pm still no engineer and no contact. Absolutely hopeless and a couldn't care less attitude. Avoid this company at all costs.”

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Posted 1 year ago

Hi Nutfield Centre, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Where should I start describing this company? They operate like scammers. The company sells its products/services based on a number of lies and then lock you in with some ridiculous terms in the contract. Let's start with the installation. The initial payment was charged at £498 and the sales person tells you that the high upfront cost is for the equipment and the installation is free of charge. But, in the contract, it clearly says that the equipment is on rental and the initial charge is for installation. Now £498 for a 30-60 min installation is a ripoff. Now let's talk about the monthly subscription price: It started with a monthly charge of £29 but the prices are increased every now and then (not just once a year RPI increase). In about 2 years and 8 months, the price went upto £56 at which point I decided to cancel. When cancelling, I was told that I will need to return the equipment and I have an option of keeping it as an unmonitored system without any app support by paying a further £99. This makes it completely useless as there is no app notifications, nor any outdoor siren with the downgrade which renders it completely useless. Now, the sales person when selling you the shiny new service does not explain anything about the notice period after the contract expiration. The notice period is 3 months from cancellation date. On reading other reviews, I realize that it used to be 2 months. Why on earth they need 3 months notice? To do what? The notice period clause is written in some 10th section of a long contract which to me looks like a deliberate way of hiding this in small print. The sales person on the other hand would clearly lie that the contract can be cancelled anytime after 1 year not mentioning anything about the notice. And there is no physical copy of contract provided and the signature is taken in an IPad. There is an email sent after a few days with a link to the contract which too expires if you fail to read it in time. Now the service: Once, when the equipment was malfunctioning, they sent a technician after 20 days to fix it, which left my house vulnerable for 20 days and of course as expected there was no waiving off of the fee for that month for the inconvenience. How can we trust that they would send their guards timely if there was a break-in which they claim as their USP? Morever, try calling their customer care and good luck if you manage to talk to a person in less than an hour. My advice to you will be to stay away from this unethical company whose only aim is to lock you in and then keep milking your wallet. Once I got scammed by them, I also came across a BBC watchdog report on Verisure. Feel free to watch it on youtube by simply searching for "BBC watchdog verisure". I am left with no choice but to complain against them to trading standards or ombudsman. Seems like they easily get away with scamming customers and hide behind some shoddy terms in the contract.”

Helpful Report

Posted 1 year ago

Hi Chandra, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“After a conversation with Catrina and Adam. They first of all did not tell me my conversation was being recorded. This is an outrage. Verisure sold me a package with 24/7 surveillance this I not true as I got told arlo is a separate department and they finished at 9 pm. My camera has disappeared from my arlo app so I’m not protected. I feel very vulnerable after an attack which took three months to walk again. Verisure are selling you a package that they have no control over as there not there cameras were being sold a lie. I am a customer and keeping you staff in a job and I’m disgusted in how they have dealt with me.”

Helpful Report

Posted 1 year ago

Hi Thomas miller Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Following the installation 2 cameras weren’t working. Had 4 appts to get them fixed where no one showed up. Their customer service team while being polite just pass it on (or not). Now waiting for them to contact me to arrange collection of the system and a refund - wish me luck!”

Helpful Report

Posted 1 year ago

Hello Sarah, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Absolutely horrendous company. They changed my price with no contact or notification. The system is not worth it. The customer service.. well there is none. The only good feedback you’ll find is the ones where the service engineer who installed them asked for a review and he was good. Anything past this point HORRENDOUS. Company’s a con when you try and cancel they don’t allow it (even though I’m not in a contract). Don’t even deserve 1 star. Service support woman Lyndsey was the pushiest person who point blank refused to let me even cancel incredibly rude and should not be in a customer facing role”

Helpful Report

Posted 1 year ago

Hello Kate, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Please avoid this company if you can. This company is dangerous because once you are paying they make it very difficult for you to leave. Offer incentives to try and make you stay and then threaten you that you still will have to pay for the doorbell anyway when you leave if you do. You still have to pay 3 months for the service and their customer service doesn't exist. They will argue with you. They claim false information as true. If I could go back in time I would never ever have opened a verisure account. Please if you are looking for an alarm company use anyone but them. Also they will increase your monthly payments and not tell you. If you can pay without paying by direct debit do this at the very least. A shady shady company which I hope finally to be able to get shot of.”

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Posted 1 year ago

Hi Anonymous, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 11 months ago

“Way their is no option for 0 starts?! they don't deserve any star! A scam of a company !!! Cant cancel my account with them!!!!”

Helpful Report

Posted 1 year ago

Hello Oren Anker, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. \ I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“The front camera worked for 16 days, then the battery went. No charger was left here and promises to sort the problem out here come to nothing, so far. Now the back camera is also down. That lasted 20 days.”

Helpful Report

Posted 1 year ago

Hello Susan Freewoman, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. \ I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“Woeful service, am considering going to trading standards with these con artists. They charged me £500 for an alarm system which failed after 4 months then told me they are only guaranteed for 2 weeks! Despite engineers recommending replacement, not interested in any way once they get your money! AVOID!!!!”

Helpful Report

Posted 1 year ago

Hello Carole Scott, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. \ I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“All fake reviews on Trustpilot, that’s why i am here All pleasant until you try to cancel the subscription. I raised my cancel request on 18 August, but till now (29/11/23)it is still in the process…,they made all kinds of excuses and delayed to sort it out. At first a guy called me and he was so rude! After that I emailed them that we could discuss anything via email. But I still get telephone harassment from Verisure everyday. They use all kinds of tricks to delay the cancellation and charge extra money. I have paid all including the two months notice! I don’t owe any of their money! But they still harass you every day and keep charging you! Avoid this company by all means”

Helpful Report

Posted 1 year ago

Hello, Thank you for your valuable feedback on Verisure UK. It is disheartening to see how our poor services caused you to raise a cancellation request on 18th of August which is still in the process till now (29/11/23). We apologise for the inconvenience caused by our delays and the rude telephone behaviour of a Verisure representative, this is not something we encourage, nor condone within our business. Your review will help us constantly work to improve our customer service and billing process. We are grateful for the time you took to share your experience with us. We appreciate your feedback and sincerely apologise. If there is any way we can make things better, please let us know. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“I raised cancellation request via email on 31 October due to increase in subscription cost. I was told that I will receive a call back to discuss and cancel within 3-4 business days. I get a call on 15 November from an IVR which just says 'This is a call from Verisure' and the call ends. After repeated follow-ups from my end, I still don't get a call back and today, on 23 November 2023, I get an email stating that I will have to pay for current month and also for Notice period which will be finalised by team. This is just fraudulent behavior to scam money out of customers. DO NOT GO FOR Verisure if you need good service.”

Helpful Report

Posted 1 year ago

Hello, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. \ I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“We have tried to cancel this since jun however they do not accept cancellations and always make excuses as to why you can’t cancel. They service stop working problems on the system I have Been not in the house for 60 days. When came back I find the service disconnected. Was very upset with the service I was paying for no cameras. I called many times to sorted out nothing changed They are very rude on the phone, It’s become harassment I can’t handle it anymore. Now the keep changing me I have outstanding 100£.”

Helpful Report

Posted 1 year ago

Hi H, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. \ I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“We have tried to cancel this since august however they do not accept cancellations and always make excuses as to why you can’t cancel. They sent a copy of our contract to read but am unable to read because of the way they sent it The only way to stop these scammers and rude people is to go to court Watch this space”

Helpful Report

Posted 1 year ago

Hello Sue handleigh, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“i successfully took veri-shouldnt to court in april this year, i won the case and veri-shouldnt were ordered to pay all my installation costs court costs and monthly direct debits in full within 14 days which they did, i am much the same as 99% of people here, terrible installation terrible customer services and god help you if you try to cancel, all i would say is ask for all you texts and emails to be sent unredacted and together we are stronger, awful company”

Helpful Report

Posted 1 year ago

Hi Mark, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

“Terrible service, alarm activating without cause, customer service uncontactable- "we know your time is busy and we apologise for taking longer than usual to answer your...bla...blah blah". Meanwhile you hold on the phone patiently waiting, hoping, praying that someone from Verisure will answer the phone. And then you give up. realise that the only way to deal with Verisure is to cancel my direct debit, wait for them to contact me and tell them I am now looking for a provider who actually understands how to assist their consumers.”

Helpful Report

Posted 1 year ago

Hello Neil McKeganey, Firstly, thank you for your feedback, we always appreciate feedback of any kind and I'm so sorry about the experience you've had with Verisure that has led you to leave us a 1-star review. We will be more than happy to attempt to resolve this situation for you. Please get in touch, either by calling our Customer Support team on 0333 200 9000 or connecting to a Live Chat via your My Verisure app. Alternatively, you can also email us at customersupport@verisure.co.uk if you prefer. I hope we can resolve this matter for you, if it hasn't been resolved already. Best regards, Your Verisure Customer Support Team

Posted 1 year ago

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